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l.gorityala's profile

Tutor

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10 Messages

Wed, Jul 18, 2018 4:35 PM

When the AT&T store is not resolving the issue about your new connection, how to escalate?

I was wrongly informed by a AT&T store agent when I took a new connection. I tried to contact the customer service and the store but they are not resolving the issue and on top of that store manager was so rude. 

When we ask her manager details she refused to provide the details and she was like do whatever you wanted to do. This kind of attitude I have never ever seen in my entire life. I also asked her to give me that in writing saying 'I don't give my manager details' but she refused that too. 

 

I just wanna escalate it to her regional manager, but I don't know how to get that information. Can any one provide details on how to escalate this issue to their supervisors or AT&T compliance team or something? This happened in California AT&T store

 

Thank you,

One more victim of AT&T

MicCheck

ACE - Expert

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10.5K Messages

3 y ago


@l.gorityala wrote:

I was wrongly informed by a AT&T store agent when I took a new connection. I tried to contact the customer service and the store but they are not resolving the issue and on top of that store manager was so rude. 

When we ask her manager details she refused to provide the details and she was like do whatever you wanted to do. This kind of attitude I have never ever seen in my entire life. I also asked her to give me that in writing saying 'I don't give my manager details' but she refused that too. 

 

I just wanna escalate it to her regional manager, but I don't know how to get that information. Can any one provide details on how to escalate this issue to their supervisors or AT&T compliance team or something? This happened in California AT&T store

 

Thank you,

One more victim of AT&T


How were you misinformed? 

 

Oftentimes, misinformation won't lead to any changes. 

Constructive

Employee

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24.5K Messages

3 y ago

what @MicCheck said

Tutor

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10 Messages

3 y ago

There are multiple issues. Firstly the line charges per month, the agent said its gonna be $20 since I am adding 6th line to my group, but I am getting charged $30 per month. Secondly, on Iphone X they offered 50% off and I supposed to get $19 credit every month but I am getting only $16. I didn't even ask for Insurance at all but I have charged $12 and they are not refunding that amount I have paid for the first month. When I paid taxes on that day, they charged me $30 extra for some accessories, when I asked they don't have a clue about why they are charged that amount. The only answer they have is the person who served you that day is no longer working for that store, so they cannot resolve the issue. 

Tutor

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10 Messages

3 y ago

Can anyone please provide any email or Phone number to escalate my issue? I thought this forum is monitored by ATT administrators but it looks like they really don't monitor all posts here. If anyone can provide any kind of information to escalate this would be greatly appreciated. Thank you

Constructive

Employee

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24.5K Messages

3 y ago

There are no magic emails or numbers we can give you  other than whats on the website

This forum is comprised of regular customers to communicate with other  customers to offer advice and share experiences same as any other user. This is a public forum  Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts (ten thousand plus a day) are simply too many posts for these agents to respond to each one of them. The most effective way to get any issues resolved in the forums is to use the contact link on the bottom of the page or call 1-800-288-2020. Some of us are employees but we are here to represent the forum with our knowledge and do not represent AT&T with our responses.

ACE - Sage

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90.6K Messages

3 y ago

@l.gorityala

Maximum credit on on the iPhone 1/2 price offer was $960.   

The $30 charges are activation or upgrade fee.  

 

Tutor

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10 Messages

3 y ago

Oh wow really!! Two main reasons to post my question here...Firstly, I didn't get any proper answer from them except 'go and talk to the AT&T store' on the number you have provided (thank you for providing the number). Secondly, I have seen lot of Solved posts in this forum and was thinking my issue will be resolved here too. Thanks for proving me wrong sir. 

Tutor

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10 Messages

3 y ago

Hi  lizdance40

They didn't mention anything about the maximum credit, but now when I am complaining they are saying maximum credit is only $500. Also, there was another $30 for activation fee too on top of my regular line charges $30 (The store agent said it will be $20). 

Tutor

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10 Messages

3 y ago

Hello friends,

 

Within how many months I can port out from AT&T, is it 2 months or 3 months?

 

Thank you.

MicCheck

ACE - Expert

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10.5K Messages

3 y ago


@l.gorityala wrote:

Hello friends,

 

Within how many months I can port out from AT&T, is it 2 months or 3 months?

 

Thank you.


You can port out at any time. What makes you think otherwise?

Tutor

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10 Messages

3 y ago

Hi MicCheck,

 

I still have pending balance for my iPhone right, so if I pay the balance in full then I can port out from AT&T irrespective of how many months its been I am with AT&T?

I remember the Store agent was saying I need to stay with At&T for at lease 2 months are something....

MicCheck

ACE - Expert

 • 

10.5K Messages

3 y ago


@l.gorityala wrote:

Hi MicCheck,

 

I still have pending balance for my iPhone right, so if I pay the balance in full then I can port out from AT&T irrespective of how many months its been I am with AT&T?

I remember the Store agent was saying I need to stay with At&T for at lease 2 months are something....


There's no minimum time. You can port out even before you pay the balance; you'll just be billed the full amount at that point.

 

If you are wanting you phone unlocked, though, pay off the balance, then unlock the phone before porting out. 

Tutor

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10 Messages

3 y ago

Yeah I wanted my phone to be unlocked. if I understood correctly, I need to pay off the balance and then I can port out at any time and there is no need to wait for 2 months. 

 

Also one more thing, my line is a new line in friends family group, if that makes any difference.

MicCheck

ACE - Expert

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10.5K Messages

3 y ago


@l.gorityala wrote:

Yeah I wanted my phone to be unlocked. if I understood correctly, I need to pay off the balance and then I can port out at any time and there is no need to wait for 2 months. 

 

Also one more thing, my line is a new line in friends family group, if that makes any difference.


I see what I overlooked. There isn't a "waiting period" to port out your number. Service does have to be active 60 days before you can unlock the phone. That might be where the 2 months came from. 

 

Again, PLEASE make sure the phone is unlocked before you leave. We see stories all the time of people who left first and then have to wait months before the unlock will process. 

Tutor

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10 Messages

3 y ago

Okay, now it make sense. Yeah sure will unlock it first and then port out. Thanks for your response. 

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